Emmanuel

Emmanuel Chime
Phone: [open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
I'm a result oriented Customer Support Specialist with over 3 years of experience delivering high-quality support across e-
commerce, logistics, SaaS, and service-based businesses. I have a proven ability to manage high-volume ticket queues,
resolve complex customer issues, and communicate clearly resullting in high customer satisfaction scores. I’m recognized
for driving operational excellence and experienced working with global teams in remote environments.

EDUCATION
B.A, History and Strategic Studies
University of Lagos, Nigeria 2023

WORK EXPERIENCE
Customer support Agent, Street Shirt Lincolnshire, United Kingdom(Remote) March 2024-November 2025
• Managed 70 daily customer inquiries via email and live chat using Intercom, consistently meeting response-time
SLAs.
• Collaborated with the production team to resolve fulfillment issues, clarify order specifications, and coordinate
product substitutions, reducing delays and rework..
• Supported customers using the online t-shirt design platform, assisting with edits, corrections, and customization
requests.
• Processed refunds and exchanges in line with company policies while maintaining a high standard of customer
satisfaction and minimal escalations.
Customer Support Agent, Dhatway Logistics July 2023 – Feburary 2024
• Handled over 70 customer tickets per day via email using Zendesk in a fast-paced logistics environment.
• Supported end-to-end order fulfillment by tracking shipments, resolving delivery issues, and updating customers
proactively.
• Verified payment details and ensured orders met operational requirements before processing, reducing order
errors.
Platform support specialist, Hugo Technologies (Remote) November 2020 – September 2021
• Resolved high-volume customer inquiries via email and live chat, achieving strong first-contact resolution rates.
• Provided platform support using Gorgias, guiding users through features, troubleshooting issues, and clarifying
workflows.
Customer Support Agent (Email team), Jumia Nigeria October 2019 – January 2020
• Investigated and resolved customer complaints via email using Salesforce, improving resolution turnaround time.
• Supported customer satisfaction and retention through clear, solution-focused communication

LEADERSHIP EXPERIENCE
Welfare Secretary, King Jaja Hall, University of Lagos Apr 2018
• Oversaw funds and welfare planning for approximately 900 students, ensuring
transparency and smooth execution.
VOLUNTEER ACTIVITIES
• Lagos Food Bank Initiative December 2018- Present

SKILLS AND INTERESTS
• Productivity Tools: Microsoft Excel, Word, Outlook
• Customer Support Tools: Zendesk, Gorgias, Salesforce and Intercom
• Core Skills: Conflict Resolution, Escalation Management, Order Management,
Team Collaboration, Payment processing, Refunds and Exchange.

LANGUAGES
English – Fluent (Written & Spoken)